Senior Quality - Trainer

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

As a ​Senior Quality - Trainer at Gainwell, you will be a part of an innovative healthcare technology company with a mission to serve the healthcare needs of our communities. You will use your network testing and network management skills to drive the development of healthcare administration products used, and relied upon, by millions of patients. Most importantly, you’ll have the chance to grow and develop as a professional through our exceptional developmental opportunities. 

Your role in our mission

Senior Quality - Trainer to support our Contact Center. This position will support operational areas including a focus on the Call Center training and development. The individual will work closely with the department leaders and the Quality team to evaluate, update, and deploy training, as well as create and ensure that materials are up to date.

• Work with a team to assemble a high-impact and wide-reaching curriculum of in-person seminars, eLearning modules, training courses, webinars, and other learning offerings.
• Deliver internal training, client trainings, and perform needs analysis as appropriate to determine training needs.
• Create and edit engaging learning activities and course content using a variety of authoring tools, including Microsoft PowerPoint and other MS Office tools.
• Follow project standards and approved styles and assure the quality of content through self-checks, peer review, and functional testing.
• Participate in the development, updating, and delivery of a comprehensive annual Training Plan that covers staff and client/member/provider training available with a training calendar that adjusts monthly because of client feedback, proactive support findings, policy changes, and other opportunities to improve.
• Monitors and measures the quality and accuracy of Service Level Agreements (SLAs) results. Creates monthly SLA Dashboard and trend reports.

• Develops and maintains quality assurance documentation for projects and tasks to include quality metrics. Ensures documentation complies with software development standards, …